topic Re: Order delayed??? in My Order

Order delayed???

BaoTarly — Mon, 26 Sep 2022 01:06:19 GMT

Hi, I've received a text message saying my order has been delayed. The customer service has been a long wait and there is no information on the account stating why there is a delay. Can anyone tell me more details? Thanks.

Re: Order delayed???

Baldrick1 — Mon, 26 Sep 2022 08:16:59 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Order delayed???

adamwalker — Wed, 28 Sep 2022 09:28:30 GMT

Hi there, I'm sorry about the delay to your order, it looks like there was an aspect of this which our automation failed to deal with so we've needed to place the orders manually to bring your phone and broadband over to us.

I've taken care of that now and both services should move over on 12/10/22.

Please let me know if there's anything else we can help with.

Re: Order delayed???

BaoTarly — Tue, 11 Oct 2022 10:24:05 GMT

Hi, thanks for your help. I can confirm I've received a text saying the phone service will be available on 12/10. But for broadband, I didn't receive any email about the router delivery. Since tomorrow is my starting date, I don't know what to do next.

Re: Order delayed???

TheMightyAJ — Tue, 11 Oct 2022 10:39:57 GMT

Hey @BaoTarly,

I'm sorry for any concern that this might have caused! I've had a look over the account and I can see our Provisioning Team added an update on the 3rd of October to confirm that the Broadband is now also scheduled to go live tomorrow along with the phone order If you run into any issues, or if you just have any further queries, please let us know and we'll be more than happy to help!

Re: Order delayed???

BaoTarly — Tue, 11 Oct 2022 10:42:36 GMT

Hi, can you see any information about the router. I think I need to receive one to get the internet connected. Was wondering when will it be sent.

Re: Order delayed???

TheMightyAJ — Tue, 11 Oct 2022 10:58:58 GMT

It doesn't look like the order went through automatically, so I've put that through today. It should arrive within the next 3-5 working days, though may arrive sooner. In the meantime, do you have your router from your previous provider to hand? If so, do you know what make and model it is? We might be able to input our network settings and get it up and running in the interim.

Re: Order delayed???

BaoTarly — Tue, 11 Oct 2022 11:26:56 GMT

Hi, I've received the order confirmation. Thanks a lot. I don't have any router. Can I use wired internet? I have a Openreach box home.

Re: Order delayed???

TheMightyAJ — Tue, 11 Oct 2022 11:34:52 GMT

I'm afraid that we'd still need a router in place to receive the broadband signal. I'm very sorry for any inconvenience that might have caused.

Re: Order delayed???

BaoTarly — Thu, 13 Oct 2022 10:41:37 GMT

Hi,

I've received the router yesterday. Since the activation date is yesterday, I tried to keeping the router connected yesterday, following the setting up guide. But until now, the broadband still doesn't work. And the router showed flashing orange light.

Please can you confirm my broadband service activated, because I only received a text saying the phone service is now working. And in my account, if ticking 'broadband service tracker', seems the line is not activated yet. The process is now at 'first payment' step.

Thanks a lot.

Re: Order delayed???

TheMightyAJ — Thu, 13 Oct 2022 10:50:12 GMT

Hey @BaoTarly,

I'm glad to hear that the router's arrived on time! Just as I've been looking at the account this morning, it looks like our Support Team has activated the broadband component, meaning everything should now be good to go - how are things looking on your end?

Re: Order delayed???

BaoTarly — Sat, 15 Oct 2022 13:41:41 GMT

Hi,

I wait for two days after the activation, but the router still doesn't work. What should I do then?

Re: Order delayed???

jab1 — Sat, 15 Oct 2022 13:51:52 GMT

@BaoTarly Try rebooting the Hub - press a straightened paper-clip or similar in the reset hole on the rear, keep it in for 30 seconds, release, and give the HUb 10 minutes or so to sort itself out.

Re: Order delayed???

BaoTarly — Sun, 16 Oct 2022 08:57:34 GMT

Hi, I tried reset button many times. The router is not working. I wanna cancel my service, it taks more than 5 days to setup, but not useful.

Re: Order delayed???

jab1 — Sun, 16 Oct 2022 09:00:03 GMT

Not something I can arrange - you need to contact Plunet, or wait for one of the Help team to pick up on here.

Re: Order delayed???

Gandalf — Sun, 16 Oct 2022 13:22:34 GMT

Hi there,

I'm really sorry that you can't get online following your order completing.

I can see we've tried to call you this afternoon a couple of times but we couldn't get through.

I've tested your line and the tests aren't showing any issues but I can see your connection's not working though.

Can you confirm if your router's plugged into the master telephone socket and setup like explained in our guide Here?

Re: Order delayed???

BaoTarly — Sun, 16 Oct 2022 17:46:41 GMT

Hi,

Thanks for your reply. Sorry, I missed the call this afternoon.

Lucklily I got a update about the phone socket. When I removed the plastic shell in the wall, I found there is no wire inside. It is empty at all (they installed wires for TV and radio but not for telephone). I can confirm this is the only socket I can find in my apratment which is in the living area. They installed a openreach hub next to the socket. But I think the package I ordered (unlimited fibre extra) can not work without a phone line. Does it mean I need to move into full fibre package?

Not sure about this. I've saw the difference between full fibre and fibre broadband in your website. Considering about the equipment I have or not have, I think full fibre is easier to achieve.

Tell me if I am wrong. And I attach a photo showing the socket and openrach box, making my explanation more clear.

Re: Order delayed???

RealAleMadrid — Sun, 16 Oct 2022 18:32:01 GMT

@BaoTarly I can see from your photo you have an Openreach ONT already installed so you should be able to get Full Fibre.

Do you know what service was ordered, it seems there was a lot of confusion with orders not being placed and other problems. I suspect you ordered unlimited fibre extra which as you correctly say needs a phone line, you need to cancel this and get Full Fibre ordered, perhaps @Gandalf can help you with this.

Note that Full Fibre does not provide a voice (phone) service most of us use mobiles these days.

Re: Order delayed???

Mustrum — Sun, 16 Oct 2022 18:48:07 GMT

@BaoTarly Are you sure there is not another phone socket in the property?

Having said that, the copper wiring was often removed when fibre was installed.

So the mystery deepens, what have PN ordered?

Are you perhaps in a flat, or house that has recently been redeveloped into flats?

Don't think @Gandalf is in the office until Tuesday, but hopefully someone can help get to the bottom if what has happened.

Re: Order delayed???

Gandalf — Sun, 16 Oct 2022 21:45:06 GMT

Hi @BaoTarly thanks for the info!

We placed an order to provide regular fibre and a copper phone line so the infrastructure should be there to support it. If there’s no working phone socket then the potentially quickest way to resolve is to report a fault so we can arrange an engineer visit to fit a new phone socket.

If full fibre is available and your Openreach modem suggests it might very well be, then you can upgrade to this. I’d say it’ll take longer to arrange full fibre than to send out an engineer to fit a phone socket so it’s probably best doing that in the meantime so you can get online.

As @Mustrum says I’m not in the office now until Tuesday but if one of my colleagues can’t pick this up with you tomorrow (depending on how busy they are) then it may be quicker to call us on 0800 432 0200 tomorrow.

Let us know how it goes either way